Reviews of Francis Grove Surgery, Wimbledon
Review by Will on 2nd November, 2012
Add your review Date visited: 29 Oct 2012
Doctors are good. Was quick to get an appointment and the phone system seems to have been improved. However, all this is spoiled by one very rude receptionist who has been there for some time. No customer skills whatsoever.There is another receptionist who is very nice - the complete opposite - but it's just luck who you get to speak to. Only other negative is the admin seems a bit slow compared to other doctors visited in the past in terms of sending a referral letter.
Review by Ree on 27th March, 2012
Add your review Date visited: Regularly
Drs are great however the receptionists are another story-rude, unhelpful and don't answer the phone for ages!!! I had to hold for 30 mins yesterday just to speak to someone and was then told I must call in the afternoon to get my baby's test results!! So unhelpful and expects us to be on the phone all day like we have nothing else to do.
It's such a shame that the front desk staff are giving this surgery such a bad name. The practice manager needs to review the staff or send them on some additional training at least.
Dr's are lovely and helpful, however be prepared to wait around 2 weeks for a routine appointment.
Review by Marie Anna Young on 16th November, 2011
Add your review Date visited: 16.11.11
I see that most of the patients complain about the reception staff, I totally agree.I have juts tried, unsuccessfully, to reach them by telephone over two days!! The "Emergency" number does not function, this can not be allowed to continue. Does there have to be a fatality, as a consequence, before a positive solution is found? What is being done about this problem? Why/who reviews this "Review"? Do we, the patients, need to involve an external ombudsman to see any improvement in the essential service the practice is obliged to provide? The doctors are so lovely, professional, caring etc. I agree with the other patients who have written. M. Young
Review by T Earle on 2nd November, 2010
Add your review Date visited: Nov 1. 2010
I was supposed to see a doctor last night and the receptionist claims she had never seen me, I wasn't in the computer and was spoken to very rudely. So rude in fact that I told her she was rude and unprofessional. I suggested she check the CCTV as she had actually been the one I spoke to when making the appointment. I went in because I couldn't get through on the phone. I waited three weeks for this appointment and now have to go and find a new place as I refuse to give this place my service. Horrible service and don't suggest it to anyone. I am writing a letter to the management and will add this website in as a reference to how poorly people have been treated by the staff. Shocking. I have never been treated so badly in my life.
Review by Catherine on 22nd October, 2010
Add your review Date visited: 22nd October 2010
I have just had to hold for over 40 minutes just to make an appointment at this surgery. The earliest appointment they could offer is in 10 days time - 1st November! Every time you call, expect at least a 15 minute plus wait just to speak to a receptionist. It is very frustrating, expensive and often difficult to hold for that long. Then expect at least a week before you can see a Doctor. The receptionists sometimes tell you that if it is an emergency then phone from 8am the next day and they will try and fit you in but then when you try you are back to holding for minimum 15 minutes which is often impossible if you are at work/commuting/ taking children to school. The Drs are mostly very good but not sure if good enough to make up for the appalling response time.
Review by Johan on 4th September, 2009
Add your review Date visited: sometime
Moved to the UK last year from The Netherlands where I had a fantastic GP. Surgery was quick to answer the phone, if you needed something an urgent precription it was never too much trouble. Now here, the phone always takes ages t obe answered and as many have said, the receptionists are extremely rude and downright unhelpful! The doctors on the otherhand are very friendly, efficient and knowledgable. Pity the whole telephonic/reception area lets the side down!
Review by Hazel on 28th July, 2009
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I couldn't agree more with the last comment. The doctors are really fabulous but I actually feel nervous phoning the reception because they are so rude!
Review by Al on 26th May, 2009
Add your review Date visited: 21 Jan 2009
I agree. Doctors are really friendly and provide an excellent service, however the reception needs a LOT of improvement... I feel as if I've done something wrong when speaking to the receprionists, like I've been sent to the headmasters office!
I've been on hold for 27 minutes now to the 02085442110 number and still waiting... is this is the number for EMERGENCIES!!! Come on now!
Review by Lisa Marie on 13th January, 2009
Add your review Date visited: Jan 2009
The doctors here are all fabulous but the ladies on the desk are so rude it’s a joke. They take ages to pick up the phone too quicker to go to the surgery to make an appointment than to wait to get answered. It’s a joke how in this day and age they can get away with treating patients so badly
Review by Jason Smith on 15th September, 2008
Add your review Date visited: 15/09/08
I've been a patient here for several years and my experience has always been the same. The doctors are great but the receptionists and admin processes are terrible. Trying to get an appointment, test results, repeat prescriptions is a nightmare.
On going to the surgery the receptionists are brusque to the point of rudeness.
Review by Rhian on 10th December, 2007
Add your review Date visited: 10.12.2007
Well, it has been over 5 minutes and I'm still waiting for the phone to be answered. It was like this last week, also, when I called to make an appointment. However, the doctor who made the home visit was extremely polite and helpful and was extremely good at her job.
Its just the phone service that needs improving now...
Review by Kevin McArthur on 9th November, 2007
Add your review Date visited: 09/11/07
Found the surgery very helpful. Got through on phone in less than a minute. Good advice given and a nurse will contact me to arrange appointment at my own convenience.
Review by Katherine on 4th September, 2007
Add your review Date visited: 14 August 2007
Absolutely agree with previous comment. It is virtually impossible to reach them by phone. It can take half a day to make an appointment.
Review by nicholas waring on 14th August, 2007
Add your review Date visited: 14.08.07
the telephone appointments service is very slow and needs improving.
i waited over 10 mins to make an appointment and over 5 mins to cancel it in the following week.
an email alternative would be good
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